Member Care Advocate, Bilingual

Included Health

Member Care Advocate assisting healthcare navigation and benefits for members at Included Health. Bilingual support for English and Spanish-speaking members in a remote environment.

Posted 4/27/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $22 - $25 per hourWebsite

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Answer inbound calls from English and Spanish-speaking members respectfully and empathetically, using clear, plain language.
Address a broad range of member needs, including explaining benefits coverage, cost-sharing concepts, finding and confirming in-network providers, updating account information, and providing status updates.
Connect members to available programs by guiding them through standard enrollment or scheduling steps.
Resolve clearly defined questions end-to-end using established workflows and scripting, while educating members to reduce future confusion and repeat contacts.
Navigate Included Health systems, knowledge bases, and carrier portals to research questions and identify the right next step.
Accurately document interactions and follow-up actions, ensuring clear, concise notes that enable continuity of care across the team.
Meet or exceed expectations for quality audits and member satisfaction, while articulating Included Health’s mission and commitment to reducing friction in healthcare.

Requirements

What you’ll need

Bilingual proficiency; full fluency in both English and Spanish is required.
Bachelor’s degree with a minimum of 2 years of customer service or healthcare experience, **OR** 5 years of relevant experience in healthcare or benefits navigation.
Comfortable handling a high volume of inbound calls throughout the day using VoIP phone systems (e.g., CXOne).
Strong familiarity with Google Workspace, Apple products, and customer relationship management (CRM) software, with the ability to learn proprietary tools quickly.
Exceptional customer service skills, with the ability to act as a member advocate, de-escalate challenging situations, and maintain a professional, friendly demeanor.
Strong verbal communication skills for phone interactions, including the ability to explain benefits, processes, and next steps clearly and confidently.
Strong written communication skills in English for accurate, clear documentation of member interactions.
Demonstrated ability to think critically within defined workflows, identify when something doesn’t look right, and use available resources to resolve well-scoped issues.
Comfortable gathering information, asking clarifying questions, and structuring a clear summary when additional follow-up by other teams is needed.
Understands and follows HIPAA guidelines and maintains member confidentiality at all times.
Ability to work from a secure, distraction-free home office with reliable internet, and the discipline to succeed in a remote environment.
Must be able to complete the 3-week paid training period with no planned time off permitted. Training is *10 a.m. - 7 p.m. EST Monday - Friday.*

Benefits

Comp & perks

Medical and Dental, will be provided and managed by Contracting Agency.
Excellent medical, dental, and vision insurance, plus extensive benefits through our own product (IH4IH) from day one including free virtual primary care, urgent care, and behavioral health.
Support via our Employee Assistance Program and the Golden Ticket program for family and friends.
A work-from-home (WFH) stipend to cover your internet expenses and a 401(k) plan with a 50% match on your contributions, up to 6%.
Paid time off, generous parental leave, company-wide holidays, and paid volunteer time.
Numerous opportunities for career advancement and professional development.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

bilingual proficiencycustomer service experiencehealthcare experiencebenefits navigationVoIP phone systemsGoogle WorkspaceCRM softwaredocumentation skillscritical thinkingHIPAA guidelines

Soft Skills

customer service skillsmember advocacyde-escalationverbal communicationwritten communicationinformation gatheringclarifying questionsprofessional demeanorempathydiscipline